Every organization communicates differently internally, with its business partners, and with its customers. That’s why a communications system that works perfectly for one organization’s operations and workflow can be completely out of sync for another.

VOIP Networks has a proven, successful strategy for ensuring that organizations get a system custom-tailored to their operations: we listen.

Focusing on Focus Groups

Every project begins with in-depth discussions and focus groups with key stakeholders, not just procurement or upper management. Because our main goal is to create efficiencies and streamline operations for each department—not just provide a communications platform—it’s critical that we understand each organization’s workflow and operations.

Those discussions cover three major areas. First, we learn about and analyze how the organization operates now. What works well? What causes pain or frustration? What’s inefficient? Where can errors or mistakes creep in? Where do things sometimes fall between the cracks?

We also explore the organization’s client experience. Do clients, vendors, or partners have to provide the same information more than once? Do outside stakeholders complain about the ways they communicate with the organization?

Once we have an in-depth idea of how the organization operates and its current workflows, we talk about wish lists. What do frontline employees waste time doing? What can be automated?

Finally, we outline new technologies that can unlock new efficiencies and capabilities that the organization had never considered.

For example, many organizations use an auto attendant as the front end of their phone system. Callers are greeted with, “Press one to reach accounting, press two for sales,” etc. When it makes sense, we demonstrate the next step in greeting callers: speech recognition, which lets callers ask for the service, department, or person they want, and then routes the call. Instead of typing a name, callers can speak a name to search the directory.  The more traffic the organization’s call center receives, the more speech recognition can help. Also, using artificial intelligence (AI) may be a good option to streamline call flow and provide immediate customer responses, resulting in improved customer satisfaction.

We show the organization how we can assist the engineering department so information that arrives via voice, text, web chat, or email can automatically flow into a CRM. We can provide multimedia capabilities, allowing callers to text, chat, or email rather than wait through traditional voice queuing.

Improving the Customer Experience

We also show organizations how they can automate routine tasks to improve the customer experience. Healthcare companies can connect their appointment scheduling software with their communications system to automatically call or text appointment reminders and other timely information. This automation can free up staff for other tasks. If an organization is receiving complaints their communication comes across as spam, VOIP Networks can authenticate text messages and phone calls, helping customers connect with clients.

In short, VOIP Networks isn’t just deploying a phone system. We’re digging in to find out what will make life easier and more efficient for an organization and its customers. Because the best communications begin with listening.

Backed by White-Glove Support

VOIP Networks provides full set-up, training, and support, so you can take advantage of everything a managed private cloud offers quickly and easily. We also offer a free proof-of-concept installation so you can try the system before making a purchase. In addition, we can help integrate existing applications and hardware with a Cloud9 system in one or many locations. Best of all, VOIP Networks provides white-glove, U.S.-based support 24/7/365 to clients of all sizes.

To learn more and discuss your needs, please contact us at 800.494.0000 or sales@voipnetworks.com.